Customer Retention Supervisor
Globe Life Inc.

Job Info

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Job Description:

Customer Retention Supervisor

Primary Duties & Responsibilities

Job Summary

Supervise a team of Customer Retention Call Center Representatives; appraise work performance, monitor rep performance, assist reps in all daily phone and follow-up duties; record and track production levels and standards of each rep. The Customer Retention Supervisor will be responsible for handling difficult or escalated calls. They will act as a liaison between Customer Service and other departments for customer complaint resolution. Motivate and maintain a positive atmosphere for the reps. Communicate and analyze progress of programs and problems or concerns with the management team and assist with developing procedures and guidelines for the department.

Primary Duties & Responsibilities

• Required to be an interactive leader with fundamental working knowledge of each significant function and daily reporting requirements
• Oversee all aspects of Daily, Weekly, and Monthly metrics reporting while ensuring accuracy and timeliness
• Responsible for the interviewing, hiring, and oversight of the recruiting and staff retention efforts
• Conduct, write, and submit standard annual reviews in a timely manner to management
• Maintain a fair, firm, and consistent coaching, development, and disciplinary policy with appropriate documentation
• Conduct individual, team, and site level communication meetings in accordance with management's policies and protocols
• Maintain, sign-off, and audit time cards for direct team members
• Act as liaison between the Customer Retention Department and other departments for customer service resolutions
• Handle difficult or escalated calls as necessary
• Motivate and maintain a positive environment
• Communicate and analyze progress of site-level objectives, programs, and/or problems or concerns with the Department Head

Required Skills

Knowledge, Skills, & Abilities

• Experience in Life and/or Health Insurance issue preferred
• Able to handle high stress situations calmly and with tact and professionalism
• Strong people skills with the ability to motivate and promote a good working environment
• Able to multi-task, handling production & quality goals set by the company
• Strong decision making skills with the ability to analyze situations and make logical conclusions
• Must be able to maintain strict confidentiality
• Must be self-reliant and self-assured to make independent decisions within the framework of the company protocol
• Advanced PC skills with proficient use in Microsoft Office products (Excel, Word, PowerPoint and Outlook)
• Evaluate team members for advancement and demotion within the career path.
• Reliable and predictable attendance of your assigned shift
• Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying

Required Knowledge & Experience

Education & Work Experience

• High school diploma or equivalent, some College Preferred
• At least 2 years of Combined Supervisor and/or Retention Experience (Example: 1 Year Supervisor Experience + 1 Year Retention Experience = 2 Years)

This job has expired.